NICE

Director, Business Consulting

NICE

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Deliver cross-portfolio consulting to help top customers optimize the full NICE portfolio and achieve business outcomes.
  • Lead initiatives for Analytics, Quality, Feedback to maximize efficiency and CX impact.
  • Design, lead, and implement adoption frameworks, governance models, and operating maturity programs; lead teams that deliver change management initiatives to ensure adoption and transformation.
  • Develop benchmarks, KPI frameworks, and actionable insights to guide customer strategy and support thought leadership.
  • Lead and grow a high-performing consulting organization across NICE’s portfolio.
  • Define strategic priorities and evolve the consulting practice to reinforce NICE’s position as an AI-first leader in CX.
  • Serve as a trusted advisor to senior customer executives, linking solution capabilities to KPI improvements, operational efficiency, and business objectives.
  • Ensure teams drive effective adoption and optimization of NICE solutions, delivering measurable outcomes and long-term ROI.
  • Manage VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals.
  • Expand consulting, insights, and optimization offerings.
  • Oversee consistent, high-quality delivery of consulting engagements with strong customer satisfaction and measurable value.

Requirements

  • 12+ years of experience in consulting, CX strategy, contact center transformation, organizational change management within enterprise software/SaaS.
  • Proven success leading global teams that deliver change management, governance programs, and adoption initiatives.
  • Strong understanding of CCaaS, WEM, analytics, and modern CX capabilities, including the strategic application of AI to enhance outcomes.
  • Strong business, financial, operational acumen, including managing P&L.
  • Highly analytical and data-driven, able to translate insights into actionable strategies and measurable business value.
  • Familiarity with NICE CXone, Enlighten AI, WEM suite, or comparable CX/AI platforms a plus.
  • Experience building industry benchmarks, KPI models, data-driven frameworks.
  • MBA or advanced degree in Business, Analytics, Data Strategy, or a related field.
Benefits
  • NiCE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
  • Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
  • NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
change managementgovernance programsadoption initiativesanalyticsKPI frameworksdata-driven frameworksCCaaSWEMAI applicationP&L management
Soft skills
leadershipconsultingorganizational change managementanalytical skillsstrategic thinkingcustomer satisfactioncommunicationteam managementbusiness acumentrusted advisor
Certifications
MBAadvanced degree in Businessadvanced degree in Analyticsadvanced degree in Data Strategy